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The casino promised me a refund of my money, but no money ever arrived.

Casino mi přislíbilo refundaci mých peněz, ale žádné peníze nikdy nepřišly.

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Dear barborasp,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm the reason you requested a refund from the casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila G.

Dear barborasp,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru

We’ve reopened this complaint at the request of barborasp. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear barborasp, could you please provide an update on your situation?

The casino tells me that my bank withdrew the money and refunded it to me, but I never received any money back.

Casino mi tvrdí, že moje banka si stáhla peníze zpět a vrátila mi je, ale žádné peníze jsem nikdy nedostala zpět.

We’re sorry, but we are unable to assist you with your request. Due to the amount of time that has passed since the incident you described—more than six months ago—we are no longer able to investigate the matter effectively. Our policy does not allow us to pursue cases that are considered "cold cases," as collecting evidence and reconstructing an accurate timeline becomes too difficult after such a period. 

I'm sorry we could not be of more help on this occasion. Please fell free to reach out in case you face issues with this or any other casino in the future.

Thank you for your understanding.

Best regards,

Attila